Oswaldo Teles

Bring a good understanding of defining Operating Model and working on various Bank Projects. Lead the engagement with business users to understand business processes, problem statements and pain areas Define business operating model and document using different tools like, Confluence, Jira, Visio. Identify key stakeholders and construct stakeholder analysis i.e. how they are affected Support the identification of risks and mitigation approaches Analyse client business requirements, liaise with clients / project teams and prepare business process flows etc. Be involved actively in the process till the sign-off is not obtained from the Stakeholders. Make appropriate recommendations that will positively impact operational effectiveness, reduce cost and provide a better customer experience Conduct relevant research to increase understanding in support of developing comprehensive solutions Assist in the production of various collaterals such as User Guide, SOP Documents, process flows, end user training etc

Lead the process of gathering, analyzing, and documenting business requirements from stakeholders, ensuring clarity, completeness, and feasibility. Identify opportunities for business process improvements, efficiency enhancements, and cost reductions through analysis of current workflows and systems. Utilize advanced analytical techniques to interpret complex datasets, identify trends, and extract actionable insights to support decision-making. Collaborate with stakeholders to design innovative business solutions, evaluate alternative approaches, and recommend the most suitable options based on business needs and objectives. Provide leadership and support in project planning, scope definition, resource allocation, and risk management activities to ensure successful project delivery. Build and maintain strong relationships with stakeholders at all levels of the organization, effectively managing expectations and facilitating communication between business units and IT teams. Prepare detailed documentation, including business requirements documents, functional specifications, user stories, and process maps, as well as generate comprehensive reports Assess the impact of proposed changes on business processes, systems, and stakeholders, and develop change management strategies to ensure smooth transition and adoption. Collaborate with QA teams to define test cases, validate system functionality against business requirements, and ensure that deliverables meet quality standards before deployment. Provide training and support to end-users and business stakeholders on new systems, processes, and tools, ensuring smooth adoption and effective utilization. Proactively identify areas for improvement in business analysis practices, methodologies, and tools, and drive initiatives to enhance efficiency, effectiveness, and quality.

Responding to Customer Inquiries: Addressing customer inquiries, questions, and concerns promptly and professionally through various channels such as phone calls, emails, live chat, and social media. Providing Product/Service Information: Offering detailed information about products or services to customers, including features, pricing, availability, and usage guidelines. Handling Customer Complaints: Resolving customer complaints and issues effectively, aiming to provide satisfactory solutions and maintain positive customer relationships.

- Responded to telephone queries to maintain Customer Satisfaction - Maintained a knowledge base on shared confluence page - Identified process gaps to provide feedback to app owners